Complaints Procedure

Here at Mortgage Buddy we strive to provide the best possible service and customer experience we can. If you are not happy with the service you have received or with the information on the website, please get in touch by the below method and we can aim to resolve your complaint as quickly as possible:

Via email

Email your complaint to

Via post

Write to us at our head office in Staffordshire:

Mortgage Buddy
Suite 4, Stowe House,
St Chad’s Road,
WS13 6TJ

Via phone

0330 223 5082

In your complaint, please provide the following information in order to enable us to direct your complaint to the appropriate person.

  • Name, Contact Number and Address
  • A description of your complaint, including details of the person(s) involved
  • Your expected outcome of how you would like us to resolve your complaint

We aim to resolve your complaint straight away, however, it can take us some time to investigate your complaint in order to find out how you feel things went wrong. Therefore, we aim to reply to your complaint within 5 days or receipt. This may be in a letter or email. We aim to fully resolve any complaints received within 4 weeks.

If you are complaining about a Buddy (advisor)

Mortgage Buddy accepts no responsibility for advice or services provided by any third parties, but if you have a compliant about one of the Buddy’s (advisors) we pass you to, we need to know.

We want to ensure our visitors are treated fairly by third parties we recommend, however we cannot be held responsible for the actions of another company and as such you will need to take the complaint up with them directly following their complaints procedure. This is usually first dealt with directly by them, or with the regulator and financial ombudsman.